Benefits Care Advocate

Responsibilities

• Own customer inquiries from start to finish via phone, email, and chat
• Maintain high quality and productivity standards for superior customer service
• Collaborate with other advocates and internal teams to influence product development
• Conduct comprehensive research using internal resources to resolve complex benefit questions
• Stay updated on new products and features to communicate updates effectively to customers
• Accommodate seasonal volume spikes with potential weekend overtime and blackout periods

Requirements

• Minimum 2+ years of experience in call center, technology, retail, or hospitality
• At least 1 year of experience in a customer-facing benefits role (Broker, Carrier, or Provider)
• Proficiency with digital tools such as Salesforce, Slack, Confluence, and NICE Workstation
• Strong critical thinking and proactive problem-solving skills
• Exceptional written and verbal communication skills
• Ability to manage stress in a fast-paced, dynamic environment

About the Company

Gusto is on a mission to grow the small business economy by handling payroll, health insurance, 401(k)s, and HR. They support more than 500,000 small businesses nationwide through a user-friendly platform.